1. Caroline is writing a recommendation for one of her former employees. What is the best comnmnication channel for Caroline to use to send this message to a potential employer? P202

Business Letter

2. Luke is writing a letter to a local company to ask about internship opportunities. What should he do first? P202

Business Letter

3. Jeremy is working on a business letter and is in the third phase of the 3-x-3 writing process. fie has already revised his letter for clarity and has proofread the letter for correctness. What is left in this plJ.ase for Jeremy to do? P204

Adding graphic highlighting if possible

4. Kathryn booked a hotel through a local travel agency. Her accOriunodations were not as the ent described. Although she stayed inthe hotel she was very unhappy and feels that the agent is at fault. 'file best way for Kathryn to communicate heu!nhappiness with the accommodations would be top p202

Business Letter

5. You must ask a series of questions in a routine request letter. What is the best way to present these questions?p205

Using graphic devices such as a numbered or bulleted list

6. Tatiana is writing a letter to a local nonprofit agency and wants to make sure that the letter will build goodwill with the organization. What should Tatiana do to achieve a goodwill tone in her letter? P206

Present the message from the reader's perspective

Emphasize the your view

Point out benefits to the reader

Be sensitive to words that may suggest bias

Frame your ideas positively

7. Which of the following statements best demonstrates a goodwill tone? P206

We can send your order April 1.

8. Which statement about formatting business letters is most accurate? P206

Set side margins between 1 and 1.5 inches

Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead

Allow 5 lines after the date

9. Magdalena is writing a letter to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her letter? P206-207

10. Which question will elicit the most information when asked in a letter requesting informatio:P and action?p207

11. Which of the following is the best closing sentence for a letter requesting information?p208

12. Which of the following statements about straightforward claims is most accurate?p208

13. Which of the following is the best opening for a straightforward claim 1etter?p208

14. Which of the following is the most effective subject line for a direct reply letter?p212

15. Which of the following is the best ending sentence for a direct reply letter?p212

16. Which of the following is the best opening for an adjustment letter?p214-216

17. Which of the following is the best statement to include in a goodwill message?p219-221

18. Cassidy is planning to write a sales letter. The first thing she should do is p237

Analyze the purpose

19. You are writing a sales letter for a new hybrid car and have decided to focus the letter on how a person driving the car will be helping the environment. This can best be accomplished by p238

20. Wayne has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. What should he do next according to the 3-x-3 writing process? P238

Research and organize data

21. Shaun plans to submit a proposal to his boss but he's afraid his boss will oppose his ideas. What should he do first in his proposal? p239

Provide a thoughtful, proactive opening through:

Problem description

An unexpected statement

Reader benefit

Compliment

Related facts

Stimulating question

22. In a letter advertising its recycling services Blue Spruce Recycling stresses that donors will feel the satisfaction of_knowing that they have helped to preserve the environment. J1ris persuasive technique relies on ______ p239

Reader Benefit

23. In a letter advertising its GMAT preparation classes Sylvania Learning Center includes this sentence: More than 90 percent of those taking our preparation class pass the GMAT the first time.This persuasive technique relies on ______ p239

Reader Benefit maybe Related facts

24. The statement A Hewlett-Packard printing system may cost a Iittie more but it will produce documents of a fzigher quality than the other printers we are considering _____ p240

Reducing Resistance?

25. To start your home water delivery service immediately call us at J-800-555-1111 is an example of ______ p240

Motivating Action

26. In which of the following situations is the writer being unethical? p241

27. Using the statement "Our dishonest accountant should be fired" without supplying solid evidence is an example of ____ p241

Unethical business communication

28. Which of the following situations requires an indirect strategy? p242

The indirect pattern is appropriate for business messages that request favors and actions.

29. In persuading the owner of your company to allow you to telecommute which of the following illustrates an indirect benefit to the reader? p242

30. Which of the following messages moving downward from superiors to subordinates will most likely require persuasion? P245

Requests that ask employees to participate in capacities outside their typical work roles.

31. Jacqueline wants to convince her supervisor to invest in new iPhones for the sales staff. What is the best thing Jacqueline can do in her proposal? P245-246

Make a strong case for saving money?

32. Which of the following sentences convey the best tone for a persuasive request within an organization? p245-246

33. Jonathan has a wireless router that stopped working properly within the warranty period. He plans to write a claim letter to the company. Because he feels his request to have his router repaired at no cost is justified and will be granted he should use _____ p248

The direct pattern in a persuasive claim or complaint letter

34. Which of the following situations would require a persuasive claim or complaint letter? P248

35. Brady is writing a sales letter to advertise the services provided by his day spa. In the letter he mentions rest, relaxation, and spoiling oneself for the day. Brady is using what type of appeal? p252

Emotional Appeal

36. Sheree has ended a sales letter with the sentence Sign up by October 30 to get a 15 percent discount on your first year's dues. What technique is she using to motivate action?p254-255

Setting a deadline

37. Mary Anne is writing a sales letter to a company in Japan which is a high-context culture. What should she do to make sure she is persuasive with this audience? p257